Bons Casino - Player's bonus has been cancelled.

My bonus was cancelled because of alleged suspicious activity while I was using it

I was not given any reason, only informed that this was the final decision.

Hello koikoi,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bons Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did the casino refund your deposited money? Was your bonus wagering already finished when they confiscate the balance? When was the last time you spoke to the casino and what was it about? Did they specify the "suspicious activity"?

Looking forward to your answer.

Regards,

Nick

Dear koikoi,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Account verification has not been completed as I have not made any withdrawals yet.

The balance deposited to the casino has not been returned.

Also, the bonus was suddenly confiscated while I was using it, so I haven't completed the wagering conditions.

I have no idea why it was confiscated, only that there was suspicious activity.

The account itself has not been blocked, so I don't think it's a violation of the Terms of Service.

Hello koikoi,

Would it be possible to forward your betting history from the date you played with the bonus to nikolas.b@casino.guru?

I will send it to you so that you can see your play history.

I was playing normally and suddenly my balance was confiscated.

Thank you koikoi for all the provided information so far. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you koikoi for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bons Casino for their help in resolving this complaint. We would like to know why was the player's bonus canceled and what can we do to help resolve this issue.

Thank you!

I was told that the reason my bonus was canceled was because of suspicious activity.

He didn't tell me exactly what he did.

I have never used the bonus fraudulently, so I would like the forfeiture of the bonus to be revoked.

Below is the original text of the email

Mr. Ryuta Sato

Thank you for using Bonds Casino.

We will contact you as a bonus.

We have noticed some suspicious activity regarding the use of bonuses, and at the discretion of our casino's safety department, you will no longer be able to use our bonuses.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Antillephone Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter